Customer Experience Engineer

ImagineArt is a cutting-edge creative AI platform used by millions worldwide to generate images and videos through leading AI models from a single prompt. Our AI agent, Imagine Computer, assists users by building websites, creating documents, producing motion design, and managing tasks across hundreds of connected applications. Our diverse user base includes hobbyists, founders, and store owners who rely on our platform for everything from casual creations to full brand campaigns. As we operate at the forefront of generative AI, much of what we develop is pioneering and constantly evolving.

Key Responsibilities
- Solve complex user issues including failed or poor image generations, stalled AI agent runs, integration failures, broken deployed sites, and billing or subscription problems.
- Reproduce and diagnose bugs, providing engineering teams with detailed context such as steps to reproduce, logs, model and account information, severity, and user impact.
- Develop scalable support systems for millions of users, including AI-driven chat, self-service help centers, macros, routing, and escalation processes that grow efficiently.
- Establish severity tiers and response targets to prioritize critical business-impacting issues differently from general inquiries.
- Act as the voice of the customer internally by delivering weekly reports on top issues, feature requests, and churn reasons, supported by data analysis.
- Learn new AI models and features prior to launch, author documentation and known-issues notes, and prepare answers for anticipated user questions.
- Provide proactive onboarding and ongoing support for power users, creators, and business clients to ensure rapid success.
- Cultivate user advocacy by identifying satisfied customers, gathering testimonials, and engaging them in community and referral programs.
- Manage retention efforts by handling cancellations, refunds, failed payments, and identifying patterns that lead to user churn.
- As the team grows, recruit and lead support personnel or partners to extend coverage across multiple time zones and languages.

Required Qualifications
- Minimum of 4 years’ experience in technical support, support engineering, solutions, or customer success within SaaS, developer tools, or AI products.
- Strong technical expertise including proficiency with browser developer tools, network diagnostics, REST APIs, OAuth, webhooks, SQL, and scripting in Python or JavaScript for investigation and automation.
- Daily hands-on experience with generative AI, understanding differences between image, video, and language models, prompt engineering, and troubleshooting failures.
- Proven ability to manage customer relationships involving escalations, difficult conversations, and high-stakes users with calm and sound judgment.
- Excellent written English skills, capable of explaining complex technical issues clearly and concisely to non-technical users.
- Familiarity with support platforms such as Intercom, Zendesk, or Freshdesk, including help centers, macros, automations, and AI support agents.
- Strong product intuition to identify root causes behind recurring issues and advocate for upstream fixes.
- A sense of ownership and urgency, treating user-impacting problems as personal priorities regardless of time zone.

Preferred Qualifications and Benefits
- Software engineering background or computer science degree with experience shipping code.
- Experience scaling support operations at consumer apps with millions of users or fast-growing AI companies.
- Hands-on experience building or tuning AI support agents, including retrieval-based help systems or large language model triage.
- Knowledge of subscription billing systems such as Stripe, including trials, failed payments, refunds, and chargebacks.
- Familiarity with product analytics tools like Mixpanel or Amplitude to correlate support issues with user behavior.
- Experience managing community or creator programs, including platforms like Discord and ambassador initiatives.
- Fluency in additional languages spoken by the user base.

Why ImagineArt
Join a company with real revenue and a genuine user base, free from the pressures of venture capital cycles. Decisions are made quickly by engineers and founders, enabling rapid innovation. You will tackle challenging technical problems at the intersection of AI and large-scale systems while working full-time from Islamabad.